Search KB articles in Virtual Agent

[Madhuri8]

Hi Community,

In virtual agent chat, we can click on 'Show me everything' select a topic called Search Knowledge base, then it works based on search of the keyword in the entire kb.

Without using UI action ‘Show me everything’, if the user directly types his issue, then it should return based on the available topics in designer. If it didn’t find any topics, it should show the related or any suggested KB articles. (We do not use NLU).

Hope someone will provide a solution.

[Tricia Cornish]

There are 2 fallback topics that are delivered in the out-of-the-box content. By default, in the default Chat Experiences, the basic Fallback topic is used. (I didn't understand your request. Please try again)
In order to search the KB when no topics are found, you'll have to use the Search Fallback topic in "Fallback Topic" position in the Custom Greetings and Setup. 

This "Search Fallback" Topic uses a contextual search context id to determine your search sources. 

From Conversational Interfaces, choose Home - then choose "Choose how your bot greets your users" to see the Chat experiences.